Split Tickets in separate Tickets

[Benjamin_]

Our Support team is struggling with the fact that we often have tickets that actually consist of two separate issues, or customers who 6 months after a ticket has been closed decide to just reply to that particular ticket to ask a -totally unrelated- question. This reopens the ticket, which can obviously be closed again, but the part with the new ticket should now be copied to a new ticket.

So I think it would be nice if you could be able to somewhere in the email thread you can split off into a new ticket.

[Benjamin_]

Hi everyone! My name is Sophie and I'm one of the PMs on Help Desk, here to share an update: ticket splitting is now available in public beta in help desk. You can ungate your portal by navigating to the dropdown in the top right hand corner of your portal > Product Updates > search for "ticket splitting in help desk."

Here's how the feature works:

• Click on "split ticket" within the ticket actions menu in the top right hand corner of the help desk details view, or click on the kebab menu on an individual email message within a help desk ticket
• Select the messages that you would like to copy over from the original ticket to the new ticket. Alternatively, select all in the top right to copy over all messages from the original to the new ticket (optional).
• Click continue
• Fill out any relevant ticket fields, or leave a comment (optional)
• Optional: select a new status for the original ticket
• Click "create"

A couple other notes on the functionality of this feature:

• Ticket splitting is available only within help desk on email and form tickets.
• Users must have a Service Pro or Enterprise seat.
• The split ticket will be automatically associated with the same contact as the original ticket.
• The split ticket will be enrolled in any automation/workflows if it meets the criteria.

We've heard from you all how frustrating it is to not have the flexibility to split and manage complex tickets that involve multiple issues, topics, or parties- and we know that this pain is particularly acute when it comes to re-opened tickets (i.e. when a customer reaches out on a previously closed ticket about a new problem). We hope that ticket splitting offers a better way to manage those scenarios, but we're not looking to stop here! We're excited to improve and expand this feature so that it can scale with you and your teams. We'll continue to rely on your feedback to inform our direction here, and we really appreciate you taking the time to share your thoughts. Thank you!

[Andrej]

Have a same situation. Customer not create new e-mail. Customer find old e-mail with solbed solutiond and reply.

[jordan_bolt]

I second this! We have customers who continue to respond to closed tickets with new issues. 

[elizabee]

This happens all the time! 

It also happens when an email is sent to a list. All of the responses (from different people) send back into the same ticket and there's no good notification system or way to split them. 

[mem]

Definitely needed as our team uses tickets to track and communicate with customers for each specific order so sometimes they order one thing and then a month or so later will order another as a reply to their last emails and it's frustrating to separate the two and create a fresh ticket without any timeline activity from the previous order on the same thread...

[jsc592]

We have sent out a bulk email with the same subject and content - each recipient on the BCC line. So each reply comes in from different customers but is married up as one conversation/ticket in HubSpot. Need to be able to split them out when there is a number of these coming through! 

[clairdavies]

Yes very frustrating - I want an option to reply to the original email chain rather then surfing through the 100 other emails the client has sent about other issues! 

[Rapgod]

Similar experience when you are forwarding a ticket to another email contact. All replies also sit in the same thread UI. Super confusing when you are replying as it also auto-populates the email of the most recent thread not necessarily the original ticket creator's email. 

[NatHiggins]

Sometimes clients send one email but within the email there are multiple issues that need to be handled by different teams (i.e. a billing related issue and a technical product related issue).

I wish we could split this single Conversation into 2 different Conversations, possibly by highlighting a portion of the Convresation/email and then somehow break that highlighted part out into it's own Conversation. This would allow us to respond/handle a more simple issue on it's own, while handling a more complex issue differently. It would also allow for the seperate Conversations to be associated to different Tickets, which could be handled by different teams.

This Idea has been edited to help our product team organize and respond to threads. Part 2 of the original request can be found here: https://community.hubspot.com/t5/HubSpot-Ideas/Create-Multiple-Tickets-from-a-Single-Conversation/id...

[SindreSv]

We are experiencing the same issue. Several of our customers are using excisting support tickets for new requests. A feature to split tickets would be very welcome by our support department. 

[elizabee]

This is one of the main reasons my support team is leaving hubspot.

[Andrej]

Hi @elizabee , 

What solution did your support team choose?

Andrej

[Luiisf]

We oftentimes come across different issues while within the same ticket/conversation. For instance, a customer can have an issue today, and come back to us using the same thread with a different issue in a few weeks' time.

Creating a new ticket to address that new issue might just become a nightmare in terms of workload, so it would be helpful if to have a split/detach emails option in Conversations.

[BenFolgmann]

Same here! New Issues/Inquiry sent with the one-and-only old e-mail => sometimeseven with the already closed solution email.

=> We urgently need a "Split"-function, PLEASE!

Ben

[richard88]

This would be very useful to also help with automating incoming conversations that generate tickets for multiple teams or pipelines to view. 

[richard88]

Similar Ask: https://community.hubspot.com/t5/HubSpot-Ideas/Split-Conversations-or-Create-Multiple-Tickets-form-a... These go together and would be a valuable feature of the service hub.

[OttoMFP]

Anyone who works with support through Hubspot in any serious capacity will have this need sooner or later.

I'm shocked that this only has 40 upvotes, every service representative have this need at present.

When customers ask "new" questions in an exisiting ticket we copy that text and create a new ticket where we paste this text before continuing the conversation in order to let the old ticket remain closed.

Greetings Otto

[Drew_Cohen]

The ability to split a ticket and close the original is desperately needed by support teams who manage a decent amount of support tickets through HubSpot service hub, especially since HubSpot doesn't currently have the ability to prevent previously closed tickets from being opened again. Many customers find that it's the quickest path to reaching out if they just reply to an old ticket thread, and unfortunately, without HubSpot features in place to help support teams manage this (e.g. ability to split tickets), it's going to continue to be a headache to manage.

[SPerschon2]

We are waiting to move on from FreshDesk due to a couple missing features, including the Splitting of tickets when a customer responds to an old email that is no longer relative to the original ticket. As well as the Auto Refresh. Please get these going into development. Thank you. 

[KWatene]

A much needed feature - to be able to split an email from a ticket to create a seperate ticket.

[JAlexander2]

I agree, the ability to split an email from a ticket to create a new ticket is a much-needed feature.